Comments on: Queue Management http://theleanthinker.com/2008/07/13/queue-management/ Thoughts and insights from the shop floor. Mon, 15 Mar 2010 20:20:11 -0700 http://wordpress.org/?v=2.9.2 hourly 1 By: Curious Cat Management Improvement Blog » Management Improvement Carnival #39 http://theleanthinker.com/2008/07/13/queue-management/comment-page-1/#comment-5342 Curious Cat Management Improvement Blog » Management Improvement Carnival #39 Tue, 15 Jul 2008 17:37:10 +0000 http://theleanthinker.com/?p=155#comment-5342 [...] Queue Management by Mark - “the measurement of ‘on time’ is ‘pull away from the gate’ not “leave the ground” so in order to get an ‘on time’ departure, they will load the plane as scheduled, then go sit on the tarmac rather than delaying the passenger load. A great example of ‘management by measurement’ not getting exactly the intended results.” [...] [...] Queue Management by Mark – “the measurement of ‘on time’ is ‘pull away from the gate’ not “leave the ground” so in order to get an ‘on time’ departure, they will load the plane as scheduled, then go sit on the tarmac rather than delaying the passenger load. A great example of ‘management by measurement’ not getting exactly the intended results.” [...]

]]> By: Jim Fernandez http://theleanthinker.com/2008/07/13/queue-management/comment-page-1/#comment-5290 Jim Fernandez Mon, 14 Jul 2008 16:32:59 +0000 http://theleanthinker.com/?p=155#comment-5290 Oh my gosh. It must be a nightmare to be a "Lean Thinker" in a airport.!!! LOL My first thought here was the airline probably put their best ticket processor on the "very best customer" line. Then when some other ticket processor has a problem they go to the best ticket processor for help. This happens here where I work. Two years ago I was put in charge of customer returns. I did such a great job at that they offered me a new job as the company's first Lean Manager. Now as the Lean Manager I spend half my time helping out with customer returns..... '#%*!&^%?!! Oh my gosh. It must be a nightmare to be a “Lean Thinker” in a airport.!!! LOL

My first thought here was the airline probably put their best ticket processor on the “very best customer” line. Then when some other ticket processor has a problem they go to the best ticket processor for help. This happens here where I work.

Two years ago I was put in charge of customer returns. I did such a great job at that they offered me a new job as the company’s first Lean Manager. Now as the Lean Manager I spend half my time helping out with customer returns….. ‘#%*!&^%?!!

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